TOMS Reviews

I ordered two pairs of shoes and wanted to return one, The company is calling the shoe a final sale item! NOWHERE did it ever say this shoe was final sale! (I would have never ordered it if that was the case). This is my first and last time ordering from this company!!!

I will not be shopping at Tom’s.common the future. Twice I have order a pair of men’s slippers; the order was accepted and confirmed. Then later, I got an email that “due to unforeseen circumstances,“ the order was canceled. I realize companies run out of items, especially this time of year; however, if the size I need isn’t available, the order should not be confirmed. I’m done!

Purchased a pair of Espadrille Sneakers in February to wear in the spring... I've worn them 6 times since April 25th... and the middle loft the Espadrille is separating.. I emailed customer service and they denied my claim due to a 60 day warranty.. That didn't help as I started to wear them in April! Poor customer service! You would think with the company's financial situation, they would want to keep their customers happy! That looks like a hard "No"!

Good luck if you have to return any item. I ordered three pairs of size 8 shoes. Even though the label said size 8, the three were different sizes, I had to return two of them. It's been 2 weeks and I still haven't received my money back.

I have been battling to receive a refund for shoes that are way too narrow and the heel digs in. They have ignored my messages and have not issued my refund…this has been going on for a month. I appreciate them saying they are “giving back”, but they have ridiculously poor Customer Service. The item shows as being returned for weeks now and they have done nothing. I will never buy shoes from them again.

I ordered a couple of pairs of boots from them and love them. However, they won't stop emailing me. I get 5 or more emails from them A DAY. There's no unsubscribe link in their emails and I've tried marking them as spam and the emails still come. If you order from them online, use a throw-away email address.

If you're smart you won't order Toms Shoes. I ordered a boot for Christmas in a size 7, I received a size 9.5 and I notified them right away. They sent me a return form and I sent the boots back on December 21, 2024 via Fedex. I did not get charged for shipping as they said shipping was free, but when I finally received my credit on my credit card January 13, 2025, after many phone calls and emails requesting the refund. When I received my credit they deducted $14.99 for a shipping cost which I never paid in the first place. I have sent emails and phoned them explaining that, "I never paid shipping when I ordered it so how can you deduct it from my total credit," when it was their error. DO NOT ORDER ANYTHING FROM TOMS SHOES, I KNOW I WON'T.

IT'S TRUE. They are terrible. Shop at DSW/Rack room or Off broadway who carry the brand and do returns and great service. These guys SIMPLY will not let you return - never WORE the shoe once, tried on and immediately didn't like it and they said, "Sorry we don't accept returns on the sales." Never did I see that NOR is that common!! Will not buy from them again. TERRIBLE. Very expensive lesson learned.

An error was made on my address when ordering from the company. I quickly noticed (5-10 minutes) and attempted to correct. I got an immediate response that it was over 50 minutes since I ordered and they couldn't cancel the error. I sent another 2 messages to try and correct, but for only automated messages. I followed up with a phone call and they said because I put in the order in the evening it was not fixable and they could correct the address. I contacted UPS and they said that TOMS could correct it and I could not. I then got an email from TOMS saying to just wait for the package to be returned or not and then they would try to come up with a solution. If you don't have any need for customer service they make a good product, but their customer service policies are some of the worst I've experienced.

This was my first and last purchase, without a doubt. My experience with the customer service was a total disgrace. As you can see on the photos, shoes are clearly damaged due to a lack of quality. Sides have been poorly glued/attached to where it is really noticeable. It just looks scruffy, after only a couple of times wearing them. Order was placed in May, haven't worn them often. Here's what customer service said (although their website reads that they'll offer refunds for defective products up to 12 months):